Customer Service Systems Engineer, Government
OpenAI · San Francisco
About this role
## About the team OpenAI’s mission is to ensure that artificial general intelligence benefits all of humanity. GTM Systems builds and operates the tools that help our teams serve customers—turning operational needs into reliable workflows, integrations, and automation so support teams can focus on helping customers. ## About the role We’re looking for a highly autonomous **Systems Engineer** to own and improve the systems that support our government work, with **Salesforce and related integrations** as the primary focus. You’ll build the platforms and workflows support teams rely on, including **Salesforce Service Cloud**. The work includes new capabilities, ongoing maintenance, automation, and reliability. You’ll identify needs, clarify scope, make technical decisions, and carry work through implementation, testing, production validation, and ongoing operation. You’ll partner closely with government, support, operations, Security, and engineering teams to deliver systems that work well in practice. ## In this role, you’ll: - **Own government support systems** end-to-end: from problem definition through design, delivery, production validation, and ongoing operation. - **Turn ambiguous needs into clear priorities** and practical technical plans. - **Design and build maintainable service workflows**, data models, interfaces, and integrations. - **Partner across teams** (government, support, operations, security, engineering) to make technical tradeoffs and translate access, data-handling, and change-control requirements into working solutions. - **Improve reliability and performance** via automated tests, observability, safe releases, incident response, and recovery. Validate changes in production and address recurring failure modes. - **Document architecture and operations**, including recovery paths, so systems are understandable and supportable. - **Automate repetitive work** and contribute to other GTM Systems priorities as needed. ## You might thrive in this role if you have: - **Government environment experience** delivering or operating systems (required). You can explain how operational, access, or change-control constraints shaped your engineering decisions. - **Deep Salesforce Service Cloud experience** (required), including **Apex, Lightning Web Components, Flow, data modeling, configuration, and integrations**. Strong judgment on when to use code vs. declarative automation. - A track record of **owning ambiguous technical work independently**—identifying needs, defining scope, coordinating partners, making decisions, and following through after launch. - Strong software engineering fundamentals: clear architecture, readable code, automated tests, and familiarity with languages such as **Python or Java**. - Experience with **Salesforce security and permissions**, appropriate data handling, production reliability, incident response, and recovery. - Strong understanding of **support workflows** and the ability to translate operational needs into maintainable systems. - Clear communication and sound judgment about when to involve partners or escalate decisions. ### Preferred - Relevant Salesforce certifications (e.g., **Platform Developer II, Service Cloud Consultant, Platform App Builder, Application Architect**). - Experience applying **AI or automation** to support operations. ## About OpenAI OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose AI benefits all of humanity. We’re an eq
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